AccountId: 011433970860
ContactId: bc07c6cf-1293-4354-afc0-50b9648ff707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281230 ms
Total Talk Time (AGENT): 172233 ms
Total Talk Time (CUSTOMER): 114819 ms
Interruptions: 5
Overall Sentiment: AGENT=-0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/bc07c6cf-1293-4354-afc0-50b9648ff707_20250206T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. It's me. How are you doing?
[AGENT][NEUTRAL] Hey, me, I have gotten 2 missed calls. This, I'm sitting here clicking and clicking. No, what's happening with the phones?
[CUSTOMER][NEUTRAL] From me. I'm sorry.
[CUSTOMER][NEUTRAL] I don't know it was going crazy for a minute and so is my system. I just need to see if we received payment on a policy and I can't get it to come up.
[AGENT][NEUTRAL] OK, uh, what, hold on one second, let me get the screen pulled up.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] And it is a method of payment too, so I was trying to get somebody to help me and nothing was working, um.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Well, I'm sitting here clicking away. It would only ring 1.5 times and it would say customer in the call, and it would ring 1.5 time again. I mean, I'm like sitting here clicking on it. I got it pulled up. I'm going, what the heck? Like, what's the number there?
[CUSTOMER][NEUTRAL] I just sorry.
[CUSTOMER][NEUTRAL] Trust me and then, and then I said, OK, well, I'm on, I'm on, I'm on OK, policy number 228.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] 228-8209 for [PII].
[CUSTOMER][NEUTRAL] She's just making sure that 28th payment we received.
[CUSTOMER][NEUTRAL] And I'm thinking we did in it BQPHI.
[AGENT][NEUTRAL] Yeah, we received.
[AGENT][NEUTRAL] Three payments of $11,240 on [PII]. 0 no, wait, wait, wait, wait, wait, it was NCF in NSF, it was returned.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But it's
[CUSTOMER][NEUTRAL] OK. That's because it was.
[AGENT][NEUTRAL] It was made on [PII].
[CUSTOMER][NEUTRAL] Paid to 12, I mean [PII] the [PII], right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, yes, the correct pay date is [PII] because the January, February and March premiums were returned.
[CUSTOMER][NEUTRAL] On the [PII]. 0, I don't, oh, what do we do?
[AGENT][NEUTRAL] That I don't, uh uh uh uh uh.
[AGENT][NEUTRAL] I guess make sure we've got the correct bank information, um.
[AGENT][NEUTRAL] I mean the policy is still active, they can go to billing and, and make a um
[CUSTOMER][NEUTRAL] Payment on the line, phone payments.
[AGENT][NEUTRAL] If I'm not mistaken, but over the phone, go to billing and make a payment over the phone.
[CUSTOMER][NEUTRAL] Yes, since it's still active.
[AGENT][NEGATIVE] Is still act if I'm not mistaken, but it says, why is it saying bank payment too and they it's like they're paying 3. I'm confused while they're making oh they had an additional amount added that's why.
[CUSTOMER][NEUTRAL] Yeah, as long as it's active.
[CUSTOMER][NEUTRAL] I am too.
[CUSTOMER][NEUTRAL] Oh wait.
[AGENT][NEUTRAL] And there in the right
[CUSTOMER][NEUTRAL] So it is
[AGENT][NEUTRAL] Right, I'm confused. Um, I have a
[CUSTOMER][NEUTRAL] Oh I'm confused.
[CUSTOMER][NEUTRAL] Because on the [PII] it's show in January, February, March.
[AGENT][NEGATIVE] But it got returned.
[CUSTOMER][NEUTRAL] Oh, so then she went back and added this amount back.
[AGENT][NEGATIVE] For NSF, not sufficient funds.
[AGENT][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] And then she went back and added those, those back.
[AGENT][NEUTRAL] Right, right, right. So, yes, she went and, and she [PII] added those premiums back. So it got returned on [PII]. So if they want to make a payment by phone using their card, they can, but I think, I'm saying I think.
[AGENT][NEGATIVE] I, that's just up to them because this show got returned because it, they were trying to make an additional payment and it didn't go through, girl.
[AGENT][POSITIVE] It did not, oh, God bless them.
[CUSTOMER][NEUTRAL] I feel them.
[AGENT][NEGATIVE] Yeah, they were trying to pay those 3 months and it show got refunded or not refunded, just removed from the.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] OK, do we contact them with insufficient funds? I don't know how that works.
[AGENT][NEUTRAL] Yeah, they're only paid.
[AGENT][NEUTRAL] I don't either, um.
[AGENT][NEUTRAL] Uh, let me look and see if there's.
[CUSTOMER][NEUTRAL] Wonder if I need to get a billing.
[AGENT][NEUTRAL] Uh, I was just gonna look to see if there was a notice in here. Surely their bank to let them know.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I would think so, yeah, let me just get back with her and let her know that that was returned as insufficient funds and ask if she wants to pay that by credit card today.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] OK, there, yeah, there is some kind of correspondence in her file on [PII], um.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] That may be, oh, that looks just like something we get maybe insufficient funds. OK.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] When they mailed out to her. All right, yeah.
[CUSTOMER][POSITIVE] I think I have a plan. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome, dear.
[CUSTOMER][POSITIVE] Have a good one. Take care. Bye-bye.
[AGENT][NEUTRAL] You too, bye.